Associate Product Support Specialist

4 months ago

Waterloo, Canada Micro Focus Full time

OPENTEXT
OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.
YOUR IMPACT
Are you passionate about technology and customer support? As an Associate Product Support Specialist at OpenText, you'll play a key role in resolving complex customer issues and contributing to the success of your team. With excellent training, supportive leadership, and smart processes, you'll have everything you need to grow your career and achieve continued success.
WHAT THE ROLE OFFERS
**As an Associate Product Support Specialist, you will**:
Handle advanced troubleshooting of escalated issues, including missing data and complex technical problems.
Properly escalate cases to appropriate teams based on issue complexity and collaborate closely to identify new trends and resolutions.
Contribute to our Knowledge Base by creating, editing, and refining content to reflect the latest support findings.
Participate in the Customer Support Mentor Program, offering guidance to fellow team members and communicating feedback to management.
Utilize support tools such as CRM, customer account information, and training materials to resolve customer issues effectively.
WHAT YOU NEED TO SUCCEED
A passion for delivering high-quality customer service and technical support.
Strong analytical and critical thinking skills.
Excellent verbal and written communication skills.
Experience in training or mentoring is preferred.
An Associate's Degree in a technical field or equivalent experience is preferred.
2-4 years of experience in a technical support and customer-focused environment.
ONE LAST THING
OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.

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